Nuance Restores Service to the Majority of Clients on Its Flagship Transcription Platform

Nuance Communications, Inc recently provided an update on its restoration process following the previously reported June 27, 2017, global NotPetya malware incident that affected many companies in a wide range of industries around the world.

As ofJuly 28, Nuance Healthcare has brought back on-line the majority of its client base for its flagship eScription LH platform, restoring 75% of clients, which account for approximately 90% of the total annualized volume of lines that are transcribed on that platform. The transcription platform is used by medical professionals for clinical documentation.

"We are nearing completion of our restoration efforts in response to the incident, and I am deeply grateful to our clients for their loyalty and partnership during this time," says Satish Maripuri, executive vice president and general manager of Nuance Healthcare Division. "Since the incident occurred, our top priority has been to bring our clients back on-line and support them in their mission of providing quality services to their patients."

"This was a challenging situation, but Nuance has been a great partner throughout," says Tim Thompson, CIO and senior vice president of BayCare Health System. "We appreciated their efforts to keep us informed about their progress and they worked with us to give us the confidence we needed in their security infrastructure. We are now fully functional and all of our doctors are back to dictating."

"Nuance has been working 24/7 to restore, communicate, and enhance their security infrastructure to return us to full functionality so that we can continue to serve our patients. They have made themselves available to talk with customers day and night. That's exemplary of why we have been such a loyal Nuance customer for 15 years," states Debra Harris, director of HIM and clinical documentation improvement at Salem Health.

In addition to the progress made in restoring service on the eScription LH platform, the entire client base of the eScription RH and Clinic 360 solutions that reside on the cloud-based Emdat platform have had service fully restored since July 3. All clients of Nuance's Critical Test Results Management application, which is part of the radiology workflow, were reactivated on July 16. Nuance is providing cloud-based options for a sub-set of the client base that were on older iChart and BeyondText transcription platforms. No Nuance customer data have been altered, lost, or removed by the malware.

Use of Nuance's Dragon Medical One product has increased among clients seeking an alternative for physicians to capture patient documentation. The PowerScribe and Dragon Medical One solutions were not impacted by the June 27 incident and have remained available to our customers.